Customer Success Manager

The way people shop online is changing. Instead of browsing websites or scrolling through endless product pages, shoppers are increasingly using AI chatbots and generative search to find what they need.
Crossfill is pioneering a platform that helps brands increase their visibility in AI-driven search, ensuring they appear when their customers are looking for them.

We are an early-stage startup backed by some of the top venture capital firms in the Bay Area.
As our first Client Success Manager, you'll play a crucial role in shaping how we support, retain, and grow our customer base.
You'll work directly with leading eCommerce, marketing, and SEO teams, helping them maximize their visibility across AI search.

• Client Onboarding & Success Management
• Own the onboarding experience, guiding clients through setup while working closely with product and engineering to turn insights into a powerful, user-friendly dashboard.
• Provide proactive guidance, training, and best practices to help clients improve their AI search rankings.
• Relationship Management & Performance Insights
• Serve as the primary contact for SEO, marketing, content, and technical teams at client companies.
• Send weekly performance updates, highlighting key wins, trends, and areas for improvement.
• Deliver monthly reports covering AI search trends, platform updates, and strategic recommendations.
• Issue Resolution & Product Feedback
• Triage and resolve customer issues, working closely with engineering and product teams to provide solutions.
• Scope and prioritize feature requests, ensuring customer feedback is turned into actionable insights.
• Buildd out internal resources like help docs, FAQs, and training materials to improve support and self-service options.
• CRM & Workflow Optimization
• Report to the Head of Sales, ensuring all customer interactions, updates, and renewals are properly tracked in our CRM.
• Ensure CRM data integrity and help refine workflows, automations, and reporting for improved customer tracking.
• Experience with CRM platforms like HubSpot or Salesforce is preferred—knowledge of tools such as Gong, ChurnZero, or Gainsight is a plus.

• A client-centric problem solver who thrives on helping businesses succeed.
• Strong communicator and relationship builder, comfortable working with both technical and marketing teams.
• Analytical, with the ability to translate complex data into actionable insights.
• Proactive and organized, capable of managing multiple clients and projects at once.
• Excited about working in a fast-paced, early-stage startup with high ownership and impact.

• Familiarity with SEO, AI-driven search, or digital marketing.
• Experience working with eCommerce, SaaS, or MarTech platforms.
• Basic knowledge of data visualization tools (e.g., Looker, Tableau) or SQL is a plus.

• Impact: Be part of a high-growth startup shaping the future of AI search.
• Ownership: As our first CSM, you'll have a direct influence on customer success strategy and execution.
• Growth: Opportunity to evolve with the company, taking on leadership as we scale.
• Hybrid Work: Join a dynamic team in the SF Bay Area while enjoying flexibility.

Crossfill is committed to diversity and inclusion.
We are an equal opportunity employer and welcome applicants from all backgrounds.